Katie Johnson Email & Phone Number

Greater Minneapolis-St. Paul Area

Greater Minneapolis-St. Paul Area

SignalFx acquired by Splunk - October 2019- Stand-in for Support Director when needed - for periods of up to two weeks- Leads and directs weekly team meetings across the Global Support team- Owns and directs communication with Enterprise customers on high profile/visibility Support issues- Manages team workflow for escalated and high profile support cases- Works with cross-functional teams introducing new support tools ensuring business needs are addressed- Mentors support engineers on technical acumen and coaches team members for career development- Collaborates with sustaining engineering (SWAT) to improve both escalated case flow and content

Greater Minneapolis-St. Paul Area

- Stand-in for Support Director when needed- Assists in reporting for Support Organization to Leadership Team- Creates knowledge articles for internal growth and customer use- Created on boarding plan for Global Support Team- Review of case backlog and ensures consistency in level of support- Operational management of workflow queue(Now acquired by Splunk)

Greater Minneapolis-St. Paul Area

Supports and maintains customers who have implemented the SignalFx SaaS solution, triaging and resolving customer issues and escalations in a professional and timely fashion.Operational management of Premium Support clients (e.g. helping with metrics submission, creation and maintenance of dashboards and alerting, etc.)Troubleshoot customer charts and alerts, underlying analytics and source metrics.Builds and maintains excellent relationships with clients and achieve the highest level of customer satisfaction.Provide operational and technical support to field personnel. Work as part of our extended support team in a startup atmosphere, doing whatever it takes to exceed customer expectations.Comfortable filing bugs and working with engineering teams to articulate problem scenarios for reproducing issues. Work with the product management and development organizations to channel client feedback and solutions into future releases of the SignalFx product set.Provides end user training as needed.

Isilon Storage Division Plymouth, Mn

- Respond to complex tasks related to network attached storage- Maintain expertise in enterprise storage-based AntiVirus solutions- Address issues relating to virtualization and virtual appliances- EMC Proven Professional (storage solutions)- Coach other TSEs through their casework and address opportunities for case closure- Engage in Product Support Forums- Proactively monitor EMCSupport twitter account- Create blog posts for Isilon Support related topics

• Coordinated with executives to maintain the store action plan.• Worked with executives and CompuCom to ensure all display technology functioned properly• Maintained Target brand• Delegated tasks to maintain organization• Wrote and organized front end breaks• Troubleshoot cash registers, registry kiosks, and card readers

• Upkeep and maintenance of web pages on company site.• Coordinated with supervisors to create effective action plans.• Supported Mac architecture to maintain a cohesive working environment

Bachelor Of Science (Bs), Information Technology

Activities and Societies: Delta Zeta Sorority, Association for Computing and Machinery, Nemzek Noize

A.A.S, Network Development